Help Desk Tech II - YoungWilliams Child Support Services : Job Details

Summary of Position The Help Desk Tech II acts as the primary customer interface for the reporting of incidents and requests. The Help Desk Tech II manages the end-to-end life cycle, ensuring customer satisfaction and SLA compliance. This position is responsible for end user deskside support, helpdesk, as well as analyzing, troubleshooting, and resolving Tier 1 system hardware, software, and networking issues. Essential Job Requirements

• Courteously obtains and conveys concise problem information for external and internal service personnel.
• Assists in the installation, maintenance, and general support of computer systems.
• Assists in the configuration and maintenance of the ticketing system.
• Troubleshoots desktop OS and related software problems.
• Reviews, collects, and updates user tickets with required information and progress in a timely manner.
• Routes tickets that cannot be resolved at the Tier 1 level to the appropriate Tier 2 or Tier 3 as well as departmental routing.
• Reviews and updates Help Desk documentation as assigned.
• Researches, troubleshoots, identifies and documents user issues and publishes them in the Knowledge Base.
• Updates and maintains Azure Entra ID and Active Directory
• Administers and maintains security protocols and measures to ensure data security on premises and within the Azure cloud environment.
• Performs system monitoring, log analysis, and patching for user issues.
• Regular and timely attendance
• Other duties as assigned

Required Education

• High School diploma or GED required
• Associate's or Bachelor's degree in a related field preferred
• Certifications in Microsoft Azure preferred

Required Experience

• 3-5 years of experience in IT required
• Experience with Azure Virtual Desktop and IGEL thin clients required
• Experience with PowerShell or other scripting languages preferred

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